Technical Dispatcher

Description

Whether it is our cutting-edge technology solutions, collaborative team environment, or commitment to our communities at WIN Technology, Connections Matter.

 

What connections matter to you? Here at WIN Technology, we connect the Midwest to the globe, communities to life-enhancing services, and our employees and clients to the things that matter to them most.  As the only Midwest IT Services provider backed by a wholly owned fiber network, we are growing fast and continuously invest in innovative new offerings and improved services that will help our clients stay ahead of the curve.  Every day is filled with opportunities to create solutions and provide meaningful business value for our clients across multiple industries including healthcare, finance, manufacturing, and more. 

 

Our culture is fueled by twenty-nine “WIN Ways” that connect us to each other with a set of values and practices that we live each day.  We enjoy challenges, solving problems, working hard, and having fun.  Because we want everyone to feel connected to our culture and have the opportunity to work remotely, we offer a well-balanced hybrid approach to togetherness.  We encourage our employees to pursue personal and career growth through development programs including leadership training, educational reimbursement, and certifications.  While we are highly team oriented, we also recognize and celebrate individual contributions.  We embrace a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow.  By connecting to our communities through volunteering and outreach, we proudly contribute to a wide variety of organizations including Special Olympics, Girls Who Code, United Way, and Feed My People.  All employees receive 16 hours of volunteer time off each year, allowing them to give back to the organizations and causes that matter to them most.

 

WIN Technology – Connections Matter. 

Requirements

Position Summary:

 

Joining the WIN team as a Technical Dispatcher is an integral role within the IT Services department.

As a Technical Dispatcher you will participate as a member of our Support Desk, being the first point of contact for our customers.  This position requires a highly motivated team player who enjoys learning and being part of a forward thinking and client service-oriented culture.

As a Technical Dispatcher you will be supporting our services team in the delivery of systems and infrastructure management, working directly with clients across the globe.  As a Technical Dispatcher you will also be responsible for organizing and prioritizing work using our support tools and systems.

 

Primary Responsibilities:

 

• Provide excellent customer service by being the first point of contact to clients (internal and external)
• Use ticketing system to promptly respond to customer requests and issues
• Ability to properly interpret communications, both verbal and written
• Ability to organize and prioritize work
• Monitor internal and client infrastructure for potential problems and communicate issues
• Participate in an on-call rotation to support customers and systems
• Follow documented procedures
• Perform any additional job-related duties needed to help drive our vision, fulfill our mission, and provide our customers with industry leading customer service

 

Technical Skills:

 

Familiarity with the Technical Skills below:

 

• Basic understanding of networking (Switching, Routing, firewalls)
• Desktop/laptop support
• Email systems
• Server concepts
• Cybersecurity concepts

 

Critical Job Competencies:

 

 Composure - Remains calm and clear headed in difficult situations. Can be relied upon to hold things together and be a calming influence. Effectively handles stress.

Organized - Manages resources to get things done; can orchestrate multiple activities at once to accomplish a        goal; uses resources effectively and efficiently; arranges information in a useful manner.

Meeting Standards - Commitment to following and meeting standards set by the organization. Understanding of the requirements established and commitment to work a task to completion.

Compassionate Listening - Attentively listening to what is said. Be open to hear others input without bias and clarify for understanding.  Able to step back and regulate one's emotions and reactions in the face of adversity to achieve goals.

Resource Allocation - Aligns and prioritizes assets to support the organization’s strategic goals. Balances competing priorities in the most effective manner to maximize assignment of limited resources.

 

Qualifications:

 

High school diploma or GED.  Associate degree in Telecommunications, Engineering, Computer Science or equivalent industry experience a plus.

 

Work Conditions/Equipment:

 

Most work performed indoors.  Physical activity consists of normal office work and occasional lifting up to 30 pounds.  Utilization of basic office machines and computer equipment.  Regular travel is not anticipated, however occasional local and regional travel may be necessary to complete a job task or assignment.

 

Summary

WIN Technology Benefit Overview:

 

• 27 days of paid time off each year, including 18 days of Paid Time Off (PTO) to use at your discretion and 9 days of company recognized holidays
• 16 hours of paid Volunteer Time Off (VTO) per year
• Company sponsored retirement savings plan (such as 401K) where the company will match your savings dollar-for-dollar up to 5% of your income, eligibility for this benefit starts the first quarter after 60 days of employment
• Company paid short and long-term disability coverage, eligibility for this benefit starts on your first day of employment
• Company paid life insurance for employee, spouse, and children, eligibility for this benefit starts on your first day of employment
• Company sponsored health and dental coverage, eligibility for this benefit starts on your first day of employment
• Available ancillary benefits (similar to Aflac) for additional coverage for critical illness & injury
• Available identity theft protection sponsored by Zander Insurance